Customer Care & Operations Executive

We are looking for an energetic, proactive and technology-comfortable Customer Care & Shopify Operations Executive to manage customer communication, order processing, follow-ups and day-to-day e-commerce operations.

The ideal candidate should have strong communication skills, a customer-first approach and hands-on experience with Shopify or a similar e-commerce/order-management platform.

Key Responsibilities

Customer Care & Communication

• Handle customer enquiries and follow-ups through telephone, WhatsApp, email and other communication channels.
• Make and receive customer calls professionally and courteously.
• Assist customers with product information, offers, order placement and basic product-usage queries using approved information.
• Address customer concerns and ensure timely resolution or escalation.
• Escalate nutrition, medical or product-suitability questions to the appropriate team member.
• Maintain positive customer relationships through prompt and helpful communication.
• Conduct customer follow-ups for pending enquiries, orders, payments and other service requirements.

Shopify & E-commerce Operations

• Manage customer orders and order-related activities through Shopify or other order-management platforms.
• Coordinate order confirmation, payment verification, packing, dispatch and delivery updates.
• Monitor order status and ensure timely processing.
• Coordinate with courier partners regarding shipment tracking, delivery delays, NDRs, RTOs and damaged shipments.
• Follow up on pending or delayed deliveries and communicate updates to customers.
• Assist in resolving day-to-day e-commerce and order-related issues.

Customer Data & Record Management

• Maintain accurate customer, enquiry, order and follow-up records.
• Update customer information and order status regularly.
• Maintain records of calls, WhatsApp conversations, enquiries and pending follow-ups.
• Support webinar, community or customer registrations and reminders when required.

Internal Coordination

• Coordinate closely with management, accounts, packing, marketing and other internal teams.
• Ensure smooth communication between customer care and operations teams.
• Follow up on pending tasks and ensure issues are closed within the required timelines.
• Support other customer-care and e-commerce activities as assigned.

Qualifications & Experience

• Graduate in any discipline.
• B.Com., B.Sc., Communication or related qualification preferred.
• Minimum 2 years of experience in customer care, e-commerce operations, telesales, call-centre support or a similar customer-facing role.
• Hands-on experience with Shopify or another e-commerce/order-management platform is strongly preferred.
• Experience with a D2C, wellness, healthcare, nutrition or consumer-products company will be an advantage.

Required Skills

• Strong spoken and written English and Hindi.
• Marathi communication skills will be an advantage.
• Confident and professional telephone communication.
• Good WhatsApp and email communication skills.
• Customer-service and sales follow-up skills.
• Basic working knowledge of Microsoft Excel, Word and email.
• Good organisational and time-management skills.
• Ability to manage multiple customer cases and follow-ups simultaneously.
• Proactive, dependable and comfortable working independently.
• Ability to meet agreed service, response and follow-up targets.
• Comfortable using technology and learning new software/platforms.

Location Requirement

• This is a full-time work-from-office position in Kandivali East, Mumbai.
• Candidates residing in Kandivali, Borivali, Malad, Goregaon, Mira Road or other conveniently connected areas of Mumbai's Western Suburbs will be preferred.
• Candidates must be comfortable commuting daily to Kandivali East.

Working Days: Monday to Saturday

Why Join BestSource Nutrition?

• Opportunity to work with an established Indian health and wellness e-commerce brand.
• Gain hands-on experience in Shopify, e-commerce operations and customer experience.
• Exposure to nutritional supplements and wellness products.
• Work closely with management and multiple business functions.
• PF and ESIC benefits as applicable.